Amazon Connect Specialist
2 days ago
Remote
What We Offer:
- Opportunity to work on cutting-edge AWS technologies
- Dynamic, collaborative work environment
- Competitive salary and benefits
- Flexible work arrangements
What you will be doing:
- Amazon Connect Configuration & Support o Design, configure, and maintain Amazon Connect instances, routing profiles, queues, contact flows, and prompts.
- Implement and manage integrations with AWS Lambda, Lex bots, Kinesis, DynamoDB, and S3 for call analytics and automation.
- Set up call recording, transcription, sentiment analysis, and contact trace record (CTR) exports
- IVR and Conversational AI Development
- Build advanced contact flows using Amazon Lex and AWS Lambda to support natural language understanding (NLU).
- Implement menu-based and AI-powered IVRs tailored to business workflows.
- Platform Integrations
- Work closely with CRM, WFM, ticketing platforms (e.g., Salesforce, Zendesk), and analytics tools to ensure seamless data flow and agent desktop experience.
- Enable third-party integrations via REST APIs and event-driven architectures.
- Monitoring, Troubleshooting, and Optimization
- Use CloudWatch, CloudTrail, and Amazon Connect metrics to monitor and troubleshoot performance issues.
- Analyze contact center KPIs (AHT, CSAT, FCR, containment rate) and optimize flows accordingly.
- Security and Compliance o Ensure system security aligns with internal policies and external regulations (e.g., HIPAA, PCI).
- Manage IAM roles, permissions, and encryption policies. Stakeholder Engagement & Documentation
- Collaborate with business analysts, product managers, and CX teams to gather requirements and deliver customer-centric solutions.
- Document architecture, flow diagrams, and change management processes.
What we expect to have:
- 3+ years of experience working with Amazon Connect
- Strong hands-on experience with AWS services: Lambda, Lex, CloudWatch, IAM, S3, DynamoDB
- Experience designing contact flows, IVRs, and self-service solutions
- Proficiency in scripting or Python) for Lambda functions
- Familiarity with contact center operations, KPIs, and metrics
- Excellent problem-solving skills and attention to detail
• - Strong written and verbal communication skills
- AWS Certified Solutions Architect or AWS Certified Developer Experience with Salesforce, Zendesk, or ServiceNow integration
- Familiarity with call recording/transcription services (Amazon Transcribe, Kinesis)
- Experience with Visual IVR, SMS integrations, or conversational AI
Job Title
:
Amazon Connect Specialist
Department
:
Customer Experience
Location
:
Gandhinagar
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